Teknoforce Labor Support Plans

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Description of Teknoforce Services.

Description of Teknoforce Services.

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  • A World Class Service Evaluation is the beginning of a process of incremental improvement that raises the standards of service delivery to our customers through a sharing of best practices throughout Ricoh. In the Operations area we look at the dispatch process, parts system, shop facility, publications, tools and training. An action plan is developed for each area and this plan is used to set goals for achievement and improvement. The management review consists of auditing the customer satisfaction process, business practices, productivity measures and personnel development. Managers are accountable for each of these initiatives. Under technical readiness we look at each CSR parts custody to insure they have what is necessary to complete customer calls without delay. We also evaluate, publications, tools and vehicle safety to ensure they meet standards necessary for quality support. A customer satisfaction survey is performed in each office and graded from the customer perspective so we can be assured we are meeting and exceeding customer needs without getting wrapped up in our own policies and procedures.
  • All personnel who interface between the customer and their chosen solution receive training so that they do not “learn” on systems and equipment our customers have invested in. In addition to Ricoh specific product training, personnel receive technology training to help them understand the changing market and how these changes may potentially affect customers and their applications. Personal skills training that develops the person and helps them grow is also provided. Training may be provided locally in clinics, in the region training centers close to customers, at the Ricoh Education Center in Atlanta or through Computer based training courses depending upon the type, depth and certification needs.
  • All personnel who interface between the customer and their chosen solution receive training so that they do not “learn” on systems and equipment our customers have invested in. In addition to Ricoh specific product training, personnel receive technology training to help them understand the changing market and how these changes may potentially affect customers and their applications. Personal skills training that develops the person and helps them grow is also provided. Training may be provided locally in clinics, in the region training centers close to customers, at the Ricoh Education Center in Atlanta or through Computer based training courses depending upon the type, depth and certification needs.
  • Our World Class Call Center is really Two centers, fully redundant, located in Atlanta and Melbourne, Florida. Because of this the possibility of power or telephone outages that interrupt service is virtually eliminated. These call centers are staffed with coordinators who are trained on Ricoh equipment so that they know and understand your situation without repeatedly asking unnecessary questions. You do not have to give common information each time you call. This means we get the needed information and let you get back to your work without any delay. Your CSR is notified immediately, sometimes even while you are on the telephone, through our unique wireless communications process. They get in touch with you right away through our “call ahead” process and schedule a time that is best for you.
  • Our World Class Call Center is really Two centers, fully redundant, located in Atlanta and Melbourne, Florida. Because of this the possibility of power or telephone outages that interrupt service is virtually eliminated. These call centers are staffed with coordinators who are trained on Ricoh equipment so that they know and understand your situation without repeatedly asking unnecessary questions. You do not have to give common information each time you call. This means we get the needed information and let you get back to your work without any delay. Your CSR is notified immediately, sometimes even while you are on the telephone, through our unique wireless communications process. They get in touch with you right away through our “call ahead” process and schedule a time that is best for you.
  • Bronze Package $79 per hour, $4,740 - Silver $69.5 per hour, $8,340 – Gold $49.75 per hour, $11,940
  • Bronze Package $79 per hour, $4,740 - Silver $69.5 per hour, $8,340 – Gold $49.75 per hour, $11,940
  • As you can see from this large list there are a lot of assets that we can monitor, ranging from server operating systems, to applications, services and network devices such as routers, printers and firewalls. We also have the capability to monitor “custom” services if needed. The N-Central monitoring platform gives us a lot of flexibility and scalability to easily manage each customer account and assets.

Transcript

  • 1. Network Services Labor Support Plans reliability world class service confidence
  • 2. “ For the past decade, Ricoh has been transforming itself from a Japanese office-machine maker into a global technology solutions provider that gets most of its revenue from software and services like consulting. Today the world’s No. 1 copier maker generates half of its revenue from hardware and half from software and services; 55% of those sales come from outside Japan.”
  • 3. “ We will provide comprehensive One Stop Technology Services for Solutions, MFPs, and Networks, setting the standard for service in our industry by exceeding our customers’ expectations.” Our Mission
  • 4. Teknoforce www.ricohteknoforce.com
  • 5. Providing Support When & Where You Need It
  • 6.
    • Highly qualified technology specialists to work with you every step of the way
      • Consistent training focused on product knowledge
      • and exceptional customer service
        • Technology (product specific)
        • Applications
        • Professional Development
      • Continuing Educational Programs
        • Ricoh University
          • Three main campuses
        • Nine Regional Training Centers
        • Industry Certifications
    Ongoing Commitment to Training
  • 7. Over 1700 technicians Over 2200 certifications Certifications Consistent Training • Product Knowledge • Exceptional Service S U C C E S S Institute Certification CompTIA A+ CompTIA Network+ CompTIA Certified Document Imaging Architech (CDIA+) Microsoft Microsoft Certified Prof. (MCP) Microsoft Microsoft Certified System Engineer (MCSE) Microsoft Microsoft Certified System Admin. (MCSA) SonicWALL Certified SonicWALL Security Admin. (CSSA) CompTIA Server+ Microsoft Microsoft Certified Professional + Internet CompTIA Security+ Cisco Cisco Certified Network Assoc. (CCNA) Institute Certification Novell Certified Novell Admin. (CNA) CompTIA Certified Technical Trainer (CTT+) Novell Certified Novell Engineer (CNE) Cisco Cisco Certified Design Assoc.(CCDA) Microsoft Microsoft Certified Database Admin. (MCDA) Linux Red Hat Certified Engineer (RHCE) Linux Linux+ (ISC)2 Certified Information Systems Security Prof. (CISSP) Citrix Citrix Certified Admin. (CCA) CompTIA Project+
  • 8. Our goal is simple: to make your business better.
    • Managers and Technicians measured on Quality versus Quantity
    • Key Quality Metrics
      • Response Time
      • First Time Fix
      • Customer Inquiries
      • Short Interval Call
    Performance Management = Operational Efficiency Performance Management
  • 9.
    • Redundant call centers
      • Two centers in U.S. (Atlanta; Melbourne, FL)
      • Full disaster recovery capabilities
      • Trained coordinators
      • Instant technician notification
        • Wireless communications process
        • Remote troubleshooting
      • Benchmarked by many other companies
    • You and Ricoh are always in touch… immediately
    World Class Call Centers
  • 10. With access to the latest communications technology, Ricoh field service representatives can shorten response time and improve problem-solving. Equipped with the Latest Technology to Support our Customers “ CUSTOMER FIRST” CALL PROCESS TECHNOLOGY BENEFITS
  • 11. Unlimited Gold 40h/Q Silver 20h/Q Bronze 10h/Q Geared towards success… Labor Support Plan Options
  • 12. BRONZE Provides 10 hours of labor per quarter. Additional hours can be purchased up front for $105/hr. $3,800  Annual
    • Includes (1 or 2) free Advanced Server Monitor Probe
    • Quarterly or Monthly billing available for a 10% increase
    • Can be used for implementation
    • Can support multiple locations within your district
    • Can be upgraded to the next support level
    Provides 40 hours of labor per quarter. Additional hours can be purchased up front for $90/hr. $13,600  Annual Provides 20 hours of labor per quarter. Additional hours can be purchased up front for $95/hr. $7,200  Annual SILVER GOLD Onsite/Remote Labor Support Plans
  • 13. Bronze Remote Provides 10 hours of Remote Helpdesk per quarter. Additional hours can be purchased up front for $75/hr. $2,600  Annual
    • Includes (1 or 2) free Advanced Server Monitor Probe
    • Quarterly or Monthly billing available for a 10% increase
    • Can be used for implementation
    • Can support multiple locations within your district
    • Can be upgraded to the next support level
    Provides 40 hours of Remote Helpdesk per quarter. Additional hours can be purchased up front for $60 hr. $8,800  Annual Provides 20 hours of Remote Helpdesk per quarter. Additional hours can be purchased up front for $65/hr. $4,800  Annual Silver Remote Gold Remote Remote Labor Support Plans
  • 14. Unlimited Labor Support Plan
    • Priced by device (Server, Desktop, Laptop)
    • 50 device minimum required
    • Server pricing includes
    • Includes Advanced Server Monitor Probe (customized by account)
    • Quarterly or Monthly billing available for a 10% increase
    • Perfect for businesses with multiple locations in multiple states
    • Discount options for quantity of devices covered
  • 15. Nationwide Coverage TEKNOFORCE™ Offerings
  • 16. Network Services Overview
  • 17. Printer Maintenance Overview
  • 18. Managed Services Operations Center (MSOC)
  • 19. What can we monitor?
    • Monitoring of a wide range of devices
    • Desktops
    • Laptops
    • Servers and Web servers
    • Printers and copiers
    • Routers
    • Exchange Servers
    • Firewalls
      • … and most any IP-enabled device
    • Monitoring Support
    • (Industry-standard protocols)
    • SNMP  
    • Log file analysis  
    • TCP/IP
    • WMI
    • Syslog/SNMP Traps
    • ODBC
    • EDF
    • IP Network Monitoring  
    • Ethernet Errors
    • Traffic
    • Bandwidth
    • Frame Relay
    • TCP
    • SNMP
    • Email Monitoring
    • Exchange Server
    • IMAP
    • POP
    • SMTP
    • SMTP Queues
    • Printer Monitoring
    • Printer Page Count
    • Printer Toner Level
    • Windows Network Monitoring  
    • Application compliance
    • Connectivity
    • CPU
    • Disk
    • Disk Queue Length
    • Event Log
    • File Size
    • Local IP
    • License compliance
    • Memory
    • Patch Level
    • Process
    • OS Monitoring
    • Windows 95 to Vista
    • Mac OS X / Novell
    • SUSE and Redhat Linux
    • Additional Monitoring
    • Backup
    • Citrix
    • Firewall
    • RAID controllers
    • Local services  
    • Custom services defined by you  
    Remote Monitoring through the MSOC
  • 20. Our Partners
  • 21. Our Customers Total Service Provider Ricoh TEKNOFORCE ™ surrounds our customers with an all-in-one solution that helps to drastically improve business processes while minimizing costs. Disaster Recovery Desktop Support Remote Monitoring Managed Security Printer Maintenance Network Design National Coverage Helpdesk Hardware IT Consulting Certified Technicians Remote Maintenance